Duelbits Casino - Igrački nalog je zatvoren.

I played regularly on DuelBits - slots, sports bets, and their in-house game "Taptrading." On one occasion I won close to $35,000 on Taptrading. Two days after the win, my account was banned. DuelBits kept all the money in the account, including my own deposits, not just the winnings. When I contacted support, I was told they had the right under their terms to do this, and that it was flagged as "illegal activity" - but they never gave me a clear or specific explanation of what I supposedly did wrong. My account is now permanently closed and I have no way to appeal or get any further response. I am requesting that DuelBits explain exactly what "illegal activity" I am accused of, and that they return at minimum my own deposited funds, which were never part of any winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account? My email address is veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

I have already sent you an email with the requested information and the communication between me and the casino’s customer support.

I also sent a second email to make sure the information reached you, but I have not received a response yet.

Since I only have one day left to respond to the complaint on Casino Guru, I wanted to let you know here as well that I have already provided the requested information by email.

Please let me know if you have received my emails or if you need me to send the information again.

Best regards,

LateTimeGamer

I would also like to add one more piece of information that may be relevant to the case.

A friend of mine who also plays on Duelbits told me that, after my account was banned, the game Taprading was initially suspended/deactivated and, according to him, has since been completely removed from Duelbits.

I cannot personally verify this as my account is no longer accessible, but I thought this information might be relevant to the investigation, especially considering that Taprading was related to the issue mentioned in my case.

Thank you for your emails.

Please forward me the communication between you and the casino's customer support once again, as I have been unable to access the video you provided.

If possible, please do not send me a link to a Google Drive file. Instead, try sending the recording directly as an attachment or provide screenshots of the relevant communication.

Thank you for your cooperation.

Hi Veronika,

I have just sent you another email with the screenshots from the video, showing the complete communication with the casino's customer support.

Hopefully you can access the screenshots this time. Please let me know if you need anything else from me.

Thank you for your help!

Kind regards,

LateTimeGamer

Dear LateTimeGamer

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello LateTimeGamer,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Duelbits Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal